📊Statistics

Overview

Conversation scripts provide two types of statistics:

1. Script statistics: Refers to the total number of triggers for the entire script, indicating how many times the script has been triggered. No matter how many nodes are in the script, as long as the script is started once, it counts as one trigger.

2. Node statistics: Refers to the number of times each node is passed through or triggered, reflecting the usage of each specific node during the script's execution.

Usually thesedata are consolidated the next dayfor analysis and viewing.

Script statistics

Detailed explanation of conversation script statistics

1. Total triggers:

   • Definition: Indicates the number of times the script has been executed. Each time the script is triggered from its starting point, it counts as one trigger. If the main script calls a subscript or module script, the trigger counts for the main script and the subscript/module script are calculated separately.

   • Usage: This metric helps understand the script's activity level and usage frequency; it is an important indicator for measuring the script's popularity and extent of use.

2. Total resolutions:

   • Definition: Indicates the number of times the script has completed execution and exited normally. This includes exits through non-"transfer to agent" exit nodes or natural endings; all are included in this statistic.

   • Usage: This data reflects the script's efficiency in resolving issues or completing tasks and plays an important role in evaluating the script's effectiveness.

3. Number of agent handoffs:

   • Definition: Records the number of times an exit node that includes a "transfer to agent" was triggered, representing situations where handling is handed over to an agent.

   • Usage: This data helps analyze the ratio of automated processes to human intervention and provides a basis for evaluating whether script flows need adjustment to reduce reliance on manual handling and improve automation effectiveness.

Together these data provide a comprehensive view of script usage, helping to optimize and improve automated processes.

Node statistics

1. Deleting and re-adding a node creates an independent entity: When a node is deleted and re-added, it is considered a completely new node, so its trigger numbers will not accumulate with the previous data.

2. Draft and published node data are not shared: Nodes in drafts and nodes in use after formal publication are independent; their trigger numbers are counted separately and do not affect or share data with each other.

3. Deleting a node does not affect the script's "total trigger count": The script's total trigger count is the number of times the entire script has been triggered and is unrelated to any single node. Even if a node is deleted, the script's total trigger count remains unaffected; the node's trigger count only reflects how many times that node was passed through.

These statistics help accurately analyze the usage of each node and the overall script, avoiding misinterpretation of the data.

Script total trigger countrefers to the number of times the entire script has been started, regardless of how many nodes are in the script. For example, if a script has five nodes and three of those nodes were each passed through 100 times, thenthe script total trigger count is still 100, not the sum of each node's trigger counts.

The trigger count for each node calculates how many times that node was passed through, whilethe script total trigger count only counts the number of times the script was started, so these two are independent metrics and cannot be directly added together.